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Sr. Officer - Client Services Group Job

National Bank of Fujairah Dubai, United Arab Emirates
Posted 10 days ago Permanent Competitive
Sr. Officer - Client Services Group Job
Work location: Dubai
Preferred Candidate: National Only

Job Purpose

A member of the Client Support Function, responsible for managing the efficient on boarding of new to bank clients which includes documentation fulfilment for new and existing clients. This role works as part of a broader team to provide administrative support for WBG & Retail SME customers, ensuring effective and efficient account management and excellent customer service.

Key Accountabilities

New Client On boarding
• Initiates calls to new customers having received new client details from the WBG Relationship Manager
• Obtains all customer documentation required for account opening
• Meets customers as required to acquire complete, signed documentation and to provide support with document completion
• Reviews documents received and contacts the customer in order to rectify any missing, additional or incorrectly completed documents
• Ensures that there is a second party independent review of all documents for correctness and appropriateness
• Initiates the Customer Profile/ Contact Point Verification (CPV) Process with the vendor and creates the Customer Information File in BPM
• Answers any queries from compliance by contacting the customer and/or RM to get the relevant information
• Ensures that all documents are scanned into BOM by the scanning hub desk witin the function
• Once account opening is completed follow up with customer to ensure they understand the appropriate contact points and process for routine queries and service support
• Keeps the relevant RM up to date on customer on boarding progress

Documentation fulfilment for borrowing
• Initiates call to customers to introduce themselves as the support contact to help them complete the documentation requirements for their new or continuing borrowing.
• Liaises with clients to explain the security documents check list and assist the customer in completing required security documentation.
• Follows-up with the client within the stipulated timelines to ensure that the required documentation is received and reviews documents to ensure they completely meet requirements
• Records any customer feedback or any requirements in CRM
• Confirms to the client (and RM) that the limits has been activated once the processes are completed by CCAD team

Compliance
• Ensuring that all work is in compliance with bank policies and carried out in accordance with department procedures and guidelines

Monitoring & Improvement
• Monitor and advise the Relationship Manager of any issues or opportunities arising through interactions with the customers
• Proactively raises suggestions to improve the efficiency and effectiveness of the CSG processes
• Support user acceptance testing for any changes in system related to the process flows

Other Accountabilities

Other Accountabilities

Job Context

The job holder would need to support the Unit Head /Senior Management in various assignments or projects from time to time.

Education

Bachelor's Degree related to a business field such as Accounting, Commerce and Economics

Experience and Skills

Work Experience & Skills
Minimum of 2-3 years of banking experience in client support role
Computer literacy in Microsoft and banking applications

Technical Competencies

Relationship Management-CIBG-Advanced
Service Excellence-CIBG- Proficient
Product Knowledge-CIBG-Advanced
Financial Analysis- CIBG-Basic
Governance, Compliance and Audit-CIBG-Proficient

Behavioural Competencies

Change and Innovation - Basic
Evaluating and Solving Challenges - Basic
Results Orientation - Basic
Working and collaborating with others - Basic
Job ID  2480
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